The days of going into a bank branch to do all your banking are well and truly gone. In 2017, 95% of AIB customer transactions were automated. This was even higher for Bank of Ireland with 98% of all customer interactions being done through ATMs, self-service or direct channels.
Banks have historically expanded branch networks to drive market exposure, increase customer acquisition and support growth. Today, most banking customers availing of financial services products (or virtually any consumer product) do so via their computer, mobile or wearable devices – such as the recent announcement of Fitbit pay.
As consumers in all age categories become more comfortable with digital technology, the banking experience has totally changed.
If more consumers are moving away from branch banking to a more digital approach does this mean that there are new career opportunities?
The answer is YES. Particularly in the growing area of Direct Channels, such as Personal Lending Advisory and Customer Advisory roles.
Banking in the digital age
In a recent survey by Fujitsu, 7,000 consumers were questioned from across Europe around the topic. It showed that 32% used mobile device payments and 22% used wearable technologies. Across Europe, online banking remains the most popular channel, with three-quarters of customers using it once a week or more.
For Millennials and Gen Xers, the demand is increasing for convenient tools such as mobile apps that allow them to access, monitor and move their money around with the tap of a finger.
De-branching is not a future trend but a current reality.
Working for Cpl, I’ve seen the needs of our clients change dramatically. They are now looking for employees who can adapt to the ever-evolving digital world. Candidates who display a customer-centric approach and adapt their communication style to suit the market will get ahead of the competition.
What you need to succeed in the new world of banking
To succeed within banking during this transformative period you must possess the following:
- Active listening skills. Whether you are in a face-to-face role or dealing with customers over the phone the aim remains the same, to facilitate the best customer experience possible.
- Problem-solving. When interacting with customers, queries can sometimes be complex so it’s important to be able to recognise the root of each issue.
- Communication. Arguably the most important component of a customer focused role. When dealing with customers over the phone, it is vital to tailor your communication style to build up a strong rapport.
If you’re interested in being part of the current change in banking and want to take the next step career-wise a role in Personal Lending could be for you.
How to get involved in the future of banking
The role of a Personal Lending Advisor suits APA/QFA qualified banking professionals with a genuine interest in exceeding customer expectations.
For more information about working in banking and these Personal Lending roles please do not hesitate to contact Megan on 085 870 7192 or apply directly here: cpljobs.com/ie/job/personal-lending-advisor-2/